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World®’16
TechTalk:AchieveaCustomer-CentricViewinanOmni-ChannelWorld
BryanWhitmarsh,Sr.PrincipalProductManager,CATechnologies
DO4T31T
DEVOPS– AGILEOPERATIONS
2 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
©2016CA.Allrightsreserved.Alltrademarksreferencedhereinbelongtotheirrespectivecompanies.
Thecontentprovidedinthis CAWorld2016presentationisintendedforinformationalpurposesonlyanddoesnotformanytypeofwarranty. The informationprovidedbyaCApartnerand/orCAcustomerhasnotbeenreviewedforaccuracybyCA.
ForInformationalPurposesOnlyTermsofthisPresentation
3 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Abstract
Today,ourcustomersareinteractingwithourbusinessandservicesthroughmobile,Webandincreasinglyviawearables.Itiscriticaltounderstandandimprovetheuserexperienceweareprovidingacrossalloftheseappchannels.Areourcustomersgettinggoodvaluefromourapps?Howaretheyinteractingwithus?Howcanwedelivermorevalueviathechannelsanddevicesmostimportanttoourusers?
BryanWhitmarshCATechnologiesSr.PrincipalProductManager
4 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Agenda
WHATISIMPORTANTFORANOMNI-CHANNELEXPERIENCE?
OMNI-CHANNELEXAMPLESPROVIDEDASSTORYTELLING
KEYQUESTIONSTOANSWERFOROMNI-CHANNELSUCCESS
HOWDOWEACTIVEOUROMNI-CHANNEL?
HOWTOENABLEACUSTOMERCENTRICOMNI-CHANNELVIEW
GAINTRUEBUSINESSINSIGHTSFROMYOURANALYTICS
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3
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5
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5 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
BESTBANKINGAPPIHAVEEVERUSED!
Justchangedbanksto______!
World®’165 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
6 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
500M+Wearablesby2020
Anytime,AnywhereAppAccess
ConnectApps,IncreaseValue
Wearables LTEsandSDNs Opportunity
Omni-ChannelAppsDrivingSuccessandFailure
7 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
67%…ofmobileusersunwillingtowaitforslowappload-times
50%Rank‘ease-of-use’asthetopdriverforappadoptionorpurchase
38%…ofmobileusersarefrustrated byappsecurityissues
Speed Simplicity Security
ZogbyReportWhatisImportanttoAppUsers?
ThekeystowinningintheAppEconomy
8 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Omni-ChannelinTravel
9 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Omni-ChannelinRetail
10 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Omni-ChannelinLodging
11 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Howdoweactivate ourOmni-Channel?
12 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
ManyDifferentApps,Devices,APIs
Mobile
WebWearables
TV
Physical
ProductsandServices
Comingin2016TheOmni-ChannelProblem…
13 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
KeystoOmni-ChannelSuccess
Wearables by2020
AnalyzeitEnablead-hocqueries,driveactionableintelligence
NormalizeitCentralizeddatalakerepository,commonKPIs
GetthedataInstrumentacrossallchannels
Stepsinthejourney…
14 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
EnablingaCustomerCentric,Omni-ChannelView
Mobile
WebWearables TV
Physical
ProductsandServices
15 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
EnablingaCustomerCentric,Omni-ChannelView
Mobile
WebWearables TV
Physical
ProductsandServices
16 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
EmpoweringYourBusinessWithOmni-Channel
Wearables by2020
PersonalizeContextual,targetedexperiencesandoffers,deliveredinreal-time
OptimizeUsedata,retaincontext,simplifyworkflows
UnderstandIlluminatethecustomerjourney,data-drivendecisions
Createcompelling,personalizedexperiences
17 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
ARules-BasedPolicyEngine
18 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
GainBusinessIntelligence/InsightsfromYourAnalytics
19 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Omni-ChannelSuccess:AnswerKeyQuestions!
Who isusingourapps?
Where andWhen areappsused?
What aremyusersdoingwithourapps?
What goalsaremyuserstryingtoachieve?
CanIHelp usersgetmorevalue?
Visualize,UnderstandIntentandbeProactive.
20 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Summary5Takeaways
1. Userexperienceis“the”topapplicationmetric2. Omni-channelismorethenmulti-channel3. 3Stepstoomni-channelsuccesscollect->normalize->analyze4. Businessintelligence/insightscanmakeyouthehero5. Answer:Who?WhereandWhen?What?What?CanIhelp?
21 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Thankyou.
Stayconnectedatcommunities.ca.com
22 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
DevOps– AgileOps
FormoreinformationonDevOps– AgileOps,pleasevisit:http://cainc.to/wYXSg6